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Job Title: Senior MSP Technical Support Specialist
Location: Remote
Time Zone: US Time Zones (PST - EST)
Role Overview
We are looking for a Senior MSP Technical Support Specialist who can independently own and resolve tickets across a broad, modern IT stack without relying on constant escalation. This role sits above L1/L2 support — you are the one others escalate to. You'll manage complex Microsoft 365/Azure environments, endpoint security, networking, and backup/DR across multiple client tenants, while working efficiently within a ticket-driven, SLA-focused MSP environment.
What You'll Do
- Own and work the ticket queue independently — triage, diagnose, and resolve complex issues without requiring constant escalation.
- Administer Microsoft 365 and Azure/Entra environments, including Conditional Access, - Intune, MFA, SSO, and multi-tenant management via CIPP.
- Manage endpoint security tools including SentinelOne EDR, Huntress MDR/ITDR, and Windows Defender.




- Monitor and manage email security through Avanan/Harmony, with transition support to Kaseya Inky.
- Oversee backup and disaster recovery operations using Datto BCDR, Datto Endpoint Backup, and DropSuite.
- Configure, troubleshoot, and maintain networking environments across Cisco Meraki, Unifi, Aruba, and CheckPoint.
- Monitor network health and performance using Auvik.
- Maintain thorough, accurate documentation in Hudu for systems, processes, and client environments.
- Support security awareness initiatives via Usecure, including simulated phishing, dark web monitoring, and training campaigns.
- Manage software licensing through Pax8.
- Serve as a senior point of escalation for junior support staff, providing guidance and technical mentorship.
- Maintain clear, professional written and verbal communication across all client and internal interactions.
Required Qualifications
- Prior MSP experience is non-negotia

📌 MSP Senior Technical Support (Piedras)
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